Service Desk Support Analyst Resume Example
Use this example to learn how to format and structure your Service Desk Support Analyst resume for maximum impact.
Marcus Bennett
Service Desk Support Analyst
Professional Experience
Service Desk Support Analyst
Dell Technologies
Mar 2020 – Present
- Resolved an average of 45+ daily service tickets with a 98% satisfaction rating via ServiceNow platform.
- Diagnosed hardware, software, and network issues across Windows, Mac, and mobile environments.
- Collaborated with Tier 2 teams to escalate complex incidents, reducing resolution time by 22%.
IT Support Specialist
Blue Cross Blue Shield of Illinois
Jun 2017 – Feb 2020
- Provided Level 1 and Level 2 support to 2,000+ internal users across multiple departments.
- Created user training guides and performed onboarding support for new employee IT access.
- Maintained IT inventory records and managed user provisioning via Active Directory and Okta.
Projects
Automated Password Reset Workflow
Developed and implemented an automated password reset system using PowerShell scripts integrated with ServiceNow. The project reduced password-related ticket volume by 38% and improved user experience across the enterprise.
Skills
Education
A.A.S. in Information Technology, Harper College, 2017
Certifications
CompTIA A+ Certification – 2017
ITIL Foundation Certificate – 2020
How to Format Your Service Desk Support Analyst Resume
Follow these guidelines to make your resume visually appealing and easy to read by hiring managers in the game industry.
Key Formatting Guidelines
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Use a clean reverse-chronological layout and highlight IT tools and service platforms.
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Include metrics for ticket volume, resolution times, or user satisfaction.
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List technical certifications prominently to boost credibility.
Service Desk Support Analyst Resume Writing Tips
Maximize the impact of your resume with these tips, especially curated for aspiring or experienced Service Desk Support Analysts.
Content Optimization Tips
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Mention the ticketing platforms and tools you use daily (e.g., ServiceNow, Jira).
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Quantify your contributions to ticket resolution and system uptime.
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Emphasize customer-facing skills and communication clarity.
✓ Do's
- Do include certifications like CompTIA A+ or ITIL Foundation.
- Do highlight experience supporting multiple systems and OS environments.
- Do note any automation or process improvement contributions.
✗ Don'ts
- Don’t omit the number of users or tickets you’ve supported — it adds context.
- Don’t list only hardware support — show well-rounded knowledge including software and networks.
- Don’t use vague terms like 'helped fix issues' — be specific about scope and resolution.
Common Service Desk Support Analyst Resume Mistakes
Avoid these frequent mistakes to make your resume stand out and reflect your professionalism.
Mistakes to Avoid
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Leaving out helpdesk platforms or tools like ServiceNow or Jira.
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Failing to quantify impact on ticket resolution or service uptime.
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Neglecting soft skills like empathy and clear communication in user interactions.
Service Desk Support Analyst Salary Information
Service Desk Support Analyst salaries vary based on experience level, certifications, and company size.
Expected Range: $45,000 - $70,000
- Entry-level (0–2 years): $42,000 – $52,000
- Mid-level (3–5 years): $53,000 – $63,000
- Senior-level (6+ years): $64,000 – $75,000+
Service Desk Support Analyst Skill Requirements
Education and Qualifications
- Associate or Bachelor's degree in Information Technology, Computer Science, or related field
Experience
- 1–3 years of IT support or helpdesk experience
- Familiarity with ticketing systems and service delivery frameworks
Certifications
- CompTIA A+
- ITIL Foundation
Technical Skills
- ServiceNow / Jira
- Windows / macOS / Mobile Support
- Remote Desktop & VPN Tools
- Active Directory / Azure AD
- Ticketing & Escalation Procedures
Soft Skills
- Communication
- Problem-Solving
- Empathy
- Attention to Detail
- Team Collaboration
Additional Resources
Learn more about the career path, skills need as well as salary ranges for the role as Service Desk Support Analyst